Onsite Level 2 Chat & Email Support Specialist

VXI Global Solutions; Stockbridge (GA); On-site; USD 45,000 - 66,000; Full time

Job summary

VXI Global Solutions in Morrow, GA is seeking a Customer Support Specialist, Chat and Email (Level 2) to deliver exceptional service and positive customer experiences. This role is onsite and emphasizes ownership of customer outcomes while handling multiple priorities via email and chat.

The candidate will resolve inquiries with empathy, communicate clearly, and contribute to process improvements. 3+ years in customer support and Trust & Safety experience are preferred, with strong communication

Qualifications

• 3+ years of experience in Customer Support, Customer Experience, Customer Success, or another customer-facing role.
• 1+ years of informal or shadow leaders
• 1+ years of experience in Trust and Safety.
• Exceptional written and verbal communication skills with the ability to explain complex concepts clearly.
• A genuine passion for delivering outstanding customer experience and taking ownership when customers encounter challenges.
• Strong attention to detail and the ability to identify issues others may overlook, even under time-sensitive conditions.
• Ability to successfully complete required certifications for each support queue before handling live customer cases.

Responsibilities

• Provide exceptional customer support through email and chat with professionalism, empathy, and urgency.
• Resolve inquiries from start to finish while ensuring a positive impression.
• Respond quickly during high-priority situations and help customers navigate issues with confidence.
• Identify recurring trends and recommend long-term improvements.
• Share feedback to improve products, services, and customer journey.
• Contribute to knowledge articles, support documentation, and self-service resources.
• Work with support tools, dashboards, and AI-assisted technology to improve efficiency.
• Partner with Operations, Product, Engineering, and other departments to resolve concerns and improve processes.

Skills

Customer Support

Trust and Safety

Communication

Multitasking

Education

High School Diploma or GED

Bachelor’s degree preferred

Tools

Word

Excel

PowerPoint

Outlook

Job description

VXI Global Solutions in Morrow, GA is seeking a Customer Support Specialist, Chat and Email (Level 2) to deliver exceptional service and positive customer experiences. This role is onsite and emphasizes ownership of customer outcomes while handling multiple priorities via email and chat.

The candidate will resolve inquiries with empathy, communicate clearly, and contribute to process improvements. 3+ years in customer support and Trust & Safety experience are preferred, with strong communication